THE ROLE OF SATISFACTION MEDIATES THE EFFECT OF PERCEIVED USEFULNESS AND PERCEIVED EASE OF USE ON THE INTENSION OF REUSE SHOPEEPAY

American Journal of Humanities and Social Sciences Research (AJHSSR) 2023
A J H S S R J o u r n a l P a g e | 1
American Journal of Humanities and Social Sciences Research (AJHSSR)
e-ISSN :2378-703X
Volume-07, Issue-08, pp-01-14
www.ajhssr.com
Research Paper Open Access
THE ROLE OF SATISFACTION MEDIATES THE EFFECT OF
PERCEIVED USEFULNESS AND PERCEIVED EASE OF USE
ON THE INTENSION OF REUSE SHOPEEPAY
Ni Made Astari Mei Dwijayanti1
, I Gusti Agung KetutGede Suasana2
,
I GustiAyuKetut Giantari3
, Gede Suparna4
1234
(Faculty of Economics and Business, Udayana University, Indonesia)
ABSTRACT:The ShopeePay e-wallet has become a phenomenon in e-payment due to the increasing number
of users making transactions nowadays. This study aims to determine the effect of perceived usefulness and
convenience on the intention to reuse through satisfaction of ShopeePay e-wallet users and to determine whether
satisfaction mediates perceived usefulness and perceived ease of use on the intention to reuse ShopeePay e-
wallet users in Denpasar City. The population in this study are people in Denpasar City who have accounts and
have used the ShopeePay e-wallet to make transactions at least once in the last six months. The sampling
technique used was purposive sampling technique and a sample of 105 respondents was obtained. Data
collection was carried out by distributing questionnaires. The data analysis technique used is SEM-PLS. The
results of the analysis provide evidence that perceived usefulness has a positive and significant effect on the
intention to reuse the ShopeePay e-wallet. Perceived ease of use has a positive and insignificant effect on the
intention to reuse the ShopeePay e-wallet. Perceived usefulness has a positive and significant effect on
ShopeePay e-wallet satisfaction. Perceived ease of use has a positive and significant effect on ShopeePay e-
wallet satisfaction. Satisfaction has a positive and significant effect on the intention to reuse the ShopeePay e-
wallet service. Satisfaction mediates positively and significantly the influence of perceived usefulness on the
intention to reuse the ShopeePay e-wallet service. Satisfaction mediates positively and significantly the effect of
perceived ease of use on the intention to reuse ShoppePay e-wallet services. The results of this study are able to
enrich the development of marketing management science, especially regarding the influence of perceived
usefulness and perceived ease of use on intention to reuse which is mediated by satisfaction. In order to increase
the intention to reuse ShoppePay, it is recommended for company management to improve usability, ease of
use, and satisfaction, such as; improving service features, providing virtual assistants, and increasing satisfaction
so that users do not switch to other e-wallets.
KEYWORDS :: satisfaction, intention to reuse, perceived usefulness, perceived ease of use.
I. INTRODUCTION
All industrial sectors in the world cannot avoid IT developments, one of which is the banking-financial
industry (Purba et al, 2020). This phenomenon is used by companies to make it easier for users to make
payments, namely by implementing a non-cash / e-payment system. E-payment is a payment system that uses
internet technology (Sutia et al., 2019), which makes it easier for users to make transactions without having to
meet face to face with the seller (Baridwan, 2014). The use of purchasing services via the internet is mutually
beneficial, both for businesses and for online consumers (Giantari, 2020: 6).
The popularity of e-payments in Indonesia is increasing, Bank Indonesia (BI) notes that the number of
electronic money transactions will reach IDR 35.10 trillion in 2021. Meanwhile, January - November 2022
electronic money transactions in Indonesia will reach IDR 132.4 trillion. The type of e-wallet that is widely used
by the public today is payment in the form of an electronic wallet. Some examples of fintech payments currently
registered with OJK are ShopeePay, OVO, GoPay, DANA, LinkAja, Paytren. Increased competition in the
globalization era has caused companies providing fintech payment services to depend on the latest information
systems in order to remain competitive and reach international markets (Budiastuti&Muid, 2020).
ShopeePay is an e-wallet service feature that is used as a payment method on the Shopee e-commerce
application. Several types of transactions that can be made using ShopeePay such as making payment
transactions on Shopee e-commerce, then paying for fashion and restaurant products by utilizing payments by
scanning QR codes (barcodes), shopping for household needs at supermarkets or MSME retailers in

collaboration with ShopeePay. ShopeePay users can also make digital payment transactions such as transfers to
fellow ShopeePay users and bank accounts, purchasing credit and game vouchers.
This research was conducted on the ShopeePay e-wallet due to the increasing number of ShopeePay e-
wallet users making transactions today. This statement is supported by research conducted by related institutions
and companies. The results of digital research conducted by the Neurosensum company with a special study
focusing on the use of e-wallets for the first quarter of 2021. The acquisition of transaction value from offline
and online shopping using ShopeePay is (33%), OVO is (24%), GoPay is (19%), DANA (18%), and LinkAja
(6%). ShopeePay became the most widely used e-wallet during the pandemic with a total of users reaching 34
percent of the total transaction value using e-wallets in Indonesia. S&P explained that fintech affiliated with
Shopee, namely ShopeePay, contributed more than 10% to electronic money transactions in Indonesia. Some
research also shows that the number of ShopeePay transactions at minimarkets increased by 143% in mid-2021
compared to the second half of 2020. From the data above there is an increase in the reuse of the ShopeePay e-
wallet due to customer satisfaction. So that from this research it can be translated that there is a possibility of
increasing the use of ShopeePay due to customer satisfaction.
The results of the pre-survey prove that around 73% of 15 users choose to reuse the ShoppePay e-
wallet because it is useful and convenient for users. ShopeePay is available in carrying out all transaction
activities starting from buying and selling goods, for home needs, daily activities and even buying food or drinks
is also available, as well as other needs in terms of online payments. In addition, the satisfaction of ShoppePay
e-wallet customers is increasing every year.
The technology offered by ShopeePay in the form of an e-wallet is related to the Technology
Acceptance Model (TAM) proposed by Davis in 1989. TAM focuses on behavior towards the use of
information technology by users by developing information technology (Davis et al., 1989). Davis stated that
the behavior of using technology is not only influenced by perceived ease of use but also by perceived
usefulness.
Perceived usefulness is the benefit that an individual believes can be obtained when using the
technology. Without a person's perception of usefulness towards a technology, they will not have the intention
to reuse it even though they have felt the perception of its convenience. Therefore, the perception of usability
needs to be felt by the user to be able to increase his intention to reuse. Assegaff (2017) states that perceived
usefulness and perceived ease of use are the main determinants that play a significant role in relation to user
behavior in making decisions whether or not to adopt a mobile-based technology.
Besides having an influence on the intention to reuse, the perception of usability also has a positive
influence on customer satisfaction (Tandon, 2017). Users who feel a positive use from the application of
technology will feel satisfied with the product. In the context of online transactions, apart from the usability
factor, the ease of use is an element that has a positive effect on creating user intentions to reuse the technology
(Leiva et al., 2016). People think that if the application of a technology is difficult to use, they tend not to want
to adopt and will not use it even though they believe that the technology has uses (Ozturk, 2016). Different
results were suggested by Subagio et al. (2018), Sullivan & Kim (2018) which gave the result that perceived
usefulness has no significant effect on repurchase intention, this is because buyers have had previous experience
in using the products they buy.
Ease of use will reduce one's effort (both time and effort) in learning information technology. This
comparison of convenience provides an indication that people who use information technology work more
easily than people who work without using information technology manually (Fadlan, 2018). Cultivating user
intent to perform reuse intent in online payment applications is not easy. Reuse intention relates to the user's
plan to reuse the brand within a certain period. The use of technology in transaction procedures that have a
simpler tendency will increase the user's intention to re-use, which in turn will have an impact on satisfaction
and loyalty (Puspita and Lestari, 2016). Offering convenience in using technology in applications is one of the
strategies to compete in online business (Chong, 2015).
II. HYPOTHESES DEVELOPMENT
Lopes et al. (2020) show that the adoption of mobile-based technology is driven by perceived benefits
or usefulness that supports the transaction speed indicator. In a study conducted by Farah et al. (2018) argued
that the greater the benefits felt in using technology, the greater the number of transactions in using the
technology. Rezaei et al. (2014) in research on Malaysian consumers also found results that there was a positive
and significant influence of perceived benefits on purchase intentions in online transaction processes.
Research conducted by Karjaluto et al. (2018) found that perceived usefulness has a positive influence
on the reuse of a technology-based product. The results of this study also support research from ElikAstari et al.
(2022) which states that perceived usefulness has a direct or indirect effect on attitudes towards use and
behavioral intention to use. Research Rahmayanti et al. (2021) also supports the results of this study which
states that perceived usefulness has a positive and significant effect on the intention to continue using e-wallets
in Denpasar City, meaning that the higher the perceived usefulness felt by e-wallet users in Denpasar City, the

higher the intention to continue using e-wallets. Similar results were found by Sinda and Joel (2014) who stated
that perceived usefulness is one of the determinants of reuse intention. The results of this study are in line with
research conducted by Jana et al. (2019) who gave the results of the study that the perceived usefulness variable
had a significantly positive effect on the intention to reuse.
Different results were suggested by Subagio et al. (2018) which gives the result that perceived
usefulness has no significant effect on repurchase intention. Research conducted by Sullivan & Kim (2018) also
gives different results that perceived usefulness has no significant effect on repurchase intention, this is because
buyers have had previous experience in using the products they buy.
H1: Perceived usefulness has a positive and significant effect on the intention to reuse.
Someone tends to accept a technology that is not complicated and easy. If the technology tends to be
difficult to use, the possibility of continuing to use the technology will be smaller. Previous studies have
confirmed the effect of perceived ease of use on the intention to reuse a technology.
Perceived ease of use is stated to affect the intention to reuse various digital transaction applications
such as mobile banking applications (Malaquias et al., 2018; Suhartanto et al., 2019; Apidana et al., 2019;
Suryajaya, 2019; Bhaskara, 2020), applications mobile-based payments (Ozturk, 2016; Newman et al., 2017;
Mun et al., 2017; Pipitwanichakarn& Wongtada, 2021), fintech applications (Singh, 2020) and e-Wallet
applications (Saqib, 2019; Prakosa&Wintaka, 2020; Ariana et al., 2020). These results can be interpreted that by
using a technology, users find it easier to use various digitalized financial services so that an intention to reuse
them arises.
These results differ from several studies on intention to use other technologies. Perceived ease of use
does not affect the intention to reuse mobile banking applications (Makanyeza, 2017; Sharma et al., 2017;
Baabdullah et al., 2019; Humbani& Wiese, 2019) because users who have the intention to reuse do not pay
attention to aspects of convenience. use, the user usually has experience in using the application and the effect
of perceived ease of use will weaken if the user is comfortable using a technology.
H2: Perceived ease of use has a positive and significant effect on the intention to reuse.
Agrebi and Jallais (2015) found that perceived usefulness, ease of use, and enjoyment greatly influence
consumer satisfaction for both buyers and non-buyers. Perceived usefulness is often used as a predictor of
consumer satisfaction with new technology. Perceived usefulness is the most important predictor of user
satisfaction with e-banking services (Liebana-Cabanillas et al., 2015). The existence of perceived usefulness in
using a product significantly influences the satisfaction felt by consumers when using goods or services (Lok et
al., 2015).
Perceived usefulness is a determining factor that can determine customer satisfaction after using a
product (Tandon et al., 2016). Research conducted by Marincovic et al. (2017) stated that the perceived
usefulness factor plays a very important role in achieving and creating consumer satisfaction. The results of
research conducted by San-Martin et al. (2015) and Thongsri et al., (2019) which gave the result that the
perceived usefulness variable had a significantly positive effect on satisfaction.
H3: Perceived usefulness has a positive and significant effect on satisfaction.
Amin et al. (2014) suggested that perceived ease of use has a positive and significant effect on
consumer satisfaction. The ease of learning and using a system can positively increase customer satisfaction.
Similar results were found by research conducted by Hidayat and Winarno (2014) which stated that consumer
satisfaction was positively and significantly influenced by ease of use. Another study conducted by Tandon et
al. (2016) found similar results that perceived ease of use has a positive effect on customer satisfaction. This
indicates that the greater the convenience felt when making a purchase, the greater the satisfaction of consumers
in shopping online. In contrast to research (Jauw and Purwanto, 2017) which states that perceived ease of use
has no direct or significant effect on satisfaction.
H4: Perceived ease of use has a positive and significant effect on satisfaction.
Based on ECM theory, satisfaction is one of the factors that influence individual intentions to continue
to use a system on an ongoing basis. Satisfaction can be conceptualized as affect, which is captured as positive
(satisfied), indifferent, or negative (dissatisfied) feelings (Bhattacherjee, 2001). Satisfaction can also mean the
level of one's feelings after comparing the perceived (performance or results) compared to their expectations
(Ashghar&Nurlatifah, 2020). The individual's positive feelings towards the ewallet that is used with a variety of
adequate features that can be enjoyed will make the individual more comfortable and will use it again. When
overall satisfaction increases, they will tend to reuse the system. Vice versa, if negative feelings arise from
individuals when using the e-wallet, it will result in individuals tending not to use e-wallets for a while or even
stop using e-wallets and switch to other digital payment platforms.

Research conducted by (Susanto et al., 2016), (Wu, 2017), (Kumar et al., 2018), and (Rahi et al., 2020)
with different digital payment platforms resulted in the same thing that user satisfaction will positively influence
attitudes to reuse the system. Consistent with these results, it is accepted that post-adjustment of user
expectations and satisfaction with previous use may influence the user's decision to reuse.These results differ
from several other studies. Purba et al., 2020 proved that there is no significant relationship, this shows that the
OVO application has not fully satisfied users in order to increase the intention to reuse.
H5: Satisfaction has a positive and significant effect on the intention to reuse.
Research conducted by Oroh et al. (2015) stated that perceived ease of use is not significant for
repurchase intention. Research conducted by Lin et al. (2010) stated similarly that perceived ease of use does
not have a significant direct effect on repurchase intention, but shows an indirect effect through customer
satisfaction.
This indication is further strengthened by Chen's research (2012) which states that it is important for
companies to be able to improve services for consumers, one of which is the ease of use of the system. Ease of
use is considered to increase consumer satisfaction so that they intend to make repeat purchases.
H6: Satisfaction plays a significant role in mediating the effect of perceived usefulness on the intention to
reuse.
Research conducted by Sanaji (2018) states that perceived ease of use has a significant effect on
satisfaction in use which will have an impact on the intention to reuse the services offered. In line with this,
research conducted by Oktarini (2018) found that consumer satisfaction is able to mediate perceptions of
convenience with intention to reuse in a positive and significant way. Research conducted by Susanto et al.
(2016) stated that perceived ease of use has an indirect effect on intention to reuse but through satisfaction as a
mediating variable.
Trivedi and Yadav (2018) also stated that perceived ease of use can influence intention to reuse
through the satisfaction that the product creates. This is also further strengthened by the research of Gong et al.
(2018) which states that it is important for companies to be able to increase ease of use because it is considered
to increase consumer satisfaction so that they intend to make repeat purchases.
H7: Satisfaction plays a significant role in mediating the effect of perceived ease of use on the intention to
reuse.
III. RESEARCH METHODS
This research took place in the city of Denpasar. Denpasar City was chosen as the location in this
study, because it is the center of the capital and trade center. It can be said that the mobility of transactions here
is higher compared to other regions. In addition, according to a survey conducted by the Sloka Institute, the
largest internet user in Bali is Denpasar, which is 54.2 percent (techno.id).
Table 1. Indicator of Research Variable
Variable Indicator Source
Perceived usefulness (X1) Improves value (X1.1) Venkatesh dan David
(2000) and Devina (2016)
Increases productivity (X1.2)
Enhances effectiveness (X1.3)
The system is useful) (X1.4)
Perceived ease of use (X2) Flexible (X2.1) Shun Wang et al. (2003);
Juniwati (2015)
Easy to learn (X2.2)
Clear procedure (X2.3)
Satisfaction (M) Confirmation of expectation (M1) Fata (2015) and Yuliarmi
(2007)
Comparison to ideal (M2)
Overall Satisfaction (M3)
Giving a complaint (M4)
The intension to reuse (Y) Transactional intention (Y1) Saraswathi and Wardana
(2021)
Referential intention (Y2)
Preferential intention (Y3)
Source: Primary data processed, 2023
This study uses a non-random sample selection method (nonprobability sampling method). This study
used a purposive sampling method, namely the sample was determined with the aim of providing the desired
information according to the research problem (Rahyuda et al., 2017: 145). Sugiyono (2021: 144) suggests the
minimum sample size for multivariate analysis is 5-10 of the number of variables studied. The number of
indicators used is 15 indicators so the number of respondents involved is 15 x 7, namely 105 respondents.

Collecting data in this study, through a research instrument in the form of a questionnaire. The method
of data collection was in the form of distributing questionnaires via the Google form which were directly
distributed by the researcher. The questionnaire consists of open questions, namely the identity of the
respondent and statements related to research indicators.
Data analysis techniques used for this research are descriptive statistics and inferential statistics. The
use of statistical analysis in this study to obtain an overview of the characteristics of research respondents from
age, gender, education, and work. In this study the inferential statistics used are partial least squares (PLS).
Mediation variables can be tested in SEM-PLS with the VAF method.
IV. RESULTS AND DISCUSSIONS
The respondents used in this study were 105 people who have accounts and have used the ShopeePay e-
wallet and are domiciled in Denpasar. The respondents used in this study had several different characteristics or
identities in filling out the questionnaire. The characteristics of the respondents are presented in Table 2 as
follows.
Table 2. Respondent Characteristics
No. Respondent Characteristics Total (person)
Percentage
(%)
1 Based on Gender
Male 23 21,9
Female 82 78,9
Total 105 100
2 Based on Age
18-27years old 60 57,2
28-37 years old 18 17,1
38-47 years old 10 9,6
48-57 years old 14 13,3
58-67 years old 3 2,9
Total 105 100
3 Based on the Latest Education
Senior High School 38 36,2
Diploma 10 9,5
Bachelor 50 47,6
Master 7 6,7
Total 105 100
4 Based on Income/Month
IDR 2 million – IDR 5 million 71 67,6
>IDR 5 million – IDR 10 million 22 20,9
>IDR 25 million 1 0,9
Total 105 100
Table 2 shows that most of the respondents who have an account and have used the ShopeePay e-wallet are
women. The data also shows that most of the research respondents are from the millennial generation. The
millennial generation is the generation born from 1980 to 2000 which is in the age range of 20 to 40 years. The
millennial generation is at the most productive age to make the best contribution to the economy and is an early
adapter who quickly follows the latest technological developments, and is generally used to using the latest
technology. This makes the millennial generation the right target for the ShopeePay e-wallet market in
Indonesia. In addition, the data shows that most of the respondents who have an account and have used the
ShopeePay e-wallet have a bachelor's degree. Table 3 also shows that most of the respondents who have an
account and have used the ShopeePay e-wallet have an income of IDR 2 million – IDR 5 million.

The Results of Hypotheses Testing
a. The results of the direct effect test
Testing the direct effect hypothesis using Partial Least Square (PLS) will show five hypotheses. The
hypothesis test aims to determine how much influence the independent variables have on the dependent
variable. Significance values can be obtained using the bootstrapping technique developed by Geisser and
Stone. The statistical test used to test the hypothesis is the t test. The alternative hypothesis is accepted if the p-
value < α 5%.
Table 3. The Results of Direct Effect Test
Original
Sample
(O)
Sample
Mean
(M)
Standard
Deviation
(STDEV)
T Statistics
(|O/STDEV|)
P
Value
Perceived usefulness (X1)->
Intention to Reuse(Y)
0.335 0.344 0.121 2.777 0.006
Perceived Ease of Use(X2)->
0.190 0.182 0.129 1.471 0.142
Perceived usefulness (X1) ->
Satisfaction (M)
0.437 0.438 0.093 4.686 0.000
Perceived Ease of Use(X2)->
Satisfaction (M)
0.404 0.405 0.098 4.130 0.000
Satisfaction (M) ->
0.370 0.371 0.105 3.514 0.000
Table 3 shows the p-value for each variable which can be explained as follows.
1) The p-value for testing the perceived usefulness of the intention to reuse is 0.006 which is lower than
0.05. These data indicate that perceived usefulness has a positive and significant effect on reuse
intentions.
2) The p-value for testing the effect of perceived ease of use on intention to reuse is 0.142 which is higher
than 0.05. These data indicate that the perceived ease of use has a positive and insignificant effect on
the intention to reuse.
3) The p-value for testing the effect of perceived usefulness on satisfaction is 0.000 which is lower than
0.05. These data indicate that perceived usefulness has a positive and significant effect on satisfaction.
4) The p-value for testing the effect of perceived ease of use on satisfaction is 0.000, which is lower than
0.05. These data indicate that perceived ease of use has a positive and significant effect on satisfaction.
5) The p-value to test the effect of satisfaction on reuse intention is 0.000, which is lower than 0.05. These
data indicate that satisfaction has a positive and significant effect on the intention to reuse.
b. The results of the indirect effect test
The examination of the indirect effect in this study can be seen in the explanation of the results of the analysis in
Table 4 as follows.
Table 4. The Results of Indirect Effect Test
OriginalSam
ple
(O)
SampleMea
n
(M)
Standard
Deviation
(STDEV)
T Statistics
(|O/STDEV|)
P
Value
Perceived
usefulness (X1) ->
Satisfaction (M)->
Intention to
Reuse(Y)
0.161 0.161 0.056 2.883 0.004
Perceived Ease of
Use(X2)-
>Satisfaction (M) -
>Intention to
Reuse(Y)
0.149 0.151 0.059 2.542 0.011

Table 4 shows the p-value for each variable which can be explained as follows.
1) The p-value to test the effect of satisfaction in mediating perceived usefulness on reuse intention is
0.004, which is lower than 0.05. These data indicate that satisfaction is able to mediate the effect
between perceived usefulness on intention to reuse.
2) The p-value to test the effect of satisfaction in mediating perceived ease of reuse intention is 0.011
which is lower than 0.05. These data indicate that satisfaction is able to mediate the influence between
perceived ease of use and intention to reuse.
Table 5. Direct Effect, Indirect Effect, Total Variable Effect, and VAF Calculation
Variable
Direct Effect
Correlation
coefficient
t-statistics
X1M 0,437 4,686
X2M 0,404 4,130
X1Y 0,335 2,777
X2Y 0,190 1,471
MY 0,370 3,514
Variable
Indirect Effect
Correlation
coefficient
t-statistics
X1MY 0,161 2,883
X2MY 0,149 2,542
Variable
Indirect Effect
Correlation
coefficient
t-statistics
X1M 0,437 4,686
X2M 0,404 4,130
X1Y 0,496 5,660
X2Y 0,339 4,013
MY 0,370 3,514
VAF -> Indirect Effect / Total Effect 0,324
(0,161/0,496)
VAF -> Indirect Effect / Total Effect 0,439
(0,149/0,339)
The mediation effect assessment criteria can be based on the VAF value. If the VAF value is > 80%
then the mediating variable is full mediation, if ≤ 20% VAF ≤ 80% then the mediation variable is partial
mediation and if <20% then the mediating variable is not a mediator. The results of the indirect effect test can be
presented in Table 5.
The mediating role of the satisfaction variable is shown in Table 5. Initially the coefficient value of the
direct effect of perceived usefulness on reuse intention was 0.335. The addition of the satisfaction variable as a
mediating variable has a different effect on the total effect of perceived usefulness and intention to reuse. Table
5 shows that the VAF value is 0.324. The mediation value of 32.4 percent is between the range of 20 percent to
80 percent. In conclusion, the results in this study indicate that satisfaction can partially mediate the effect of
perceived usefulness on intention to reuse.
The mediating role of the convenience variable is shown in Table 5. Initially the coefficient value of
the direct effect of perceived ease of use on intention to reuse was 0.190. The addition of the satisfaction
variable as a mediating variable has a different effect on the total effect of perceived ease of use with intention
to reuse. Table 5 shows that the VAF value is 0.439. The mediation value of 43.9 percent is between the range
of 20 percent to 80 percent. In conclusion, the results in this study indicate that satisfaction can partially mediate
the effect of perceived ease of use on intention to reuse.
The results of the research conducted on testing H1, H2, H3, H4, H5, H6, H7 show that the seven
hypotheses are accepted, while the discussion of the results for each hypothesis is as follows.

The Effect of perceived usefulness on Intention to reuse
Based on the hypothesis test shows that the p-value is 0.006 which is lower than 0.05. These results
indicate that H1 is accepted and H0 is rejected. This means that the perceived usefulness has a positive and
significant effect on the intention to reuse. This means that if the ShopeePay e-wallet application is felt to be
more useful, it will increase the intention to continue to reuse the ShopeePay e-wallet application. These results
also support the Technology Acceptance Model (TAM) theory that perceived usefulness influences intention to
reuse.
Users or customers intend to use technology, because the technology is beneficial to them. The more
people find technology useful, the more they intend to do something with technology. In using the ShopeePay e-
wallet application, if people feel that making transactions on the Shopee application provides benefits, namely
being able to make paylater payments so that the transaction process is easier and the use of the application is
also not limited by time, then people will intend to continue making transactions on the ShopeePay e-wallet .
The results of this study also support research from ElikAstari et al. (2022) which states that perceived
usefulness has a direct or indirect effect on attitudes towards use and behavioral intention to use. Research
Rahmayanti et al. (2021) also supports the results of this study which states that perceived usefulness has a
positive and significant effect on the intention to continue using e-wallets in Denpasar City, meaning that the
higher the perceived usefulness felt by e-wallet users in Denpasar City, the higher the intention to continue
using e-wallets. This other research is also supported by Karjaluto et al. (2018) who obtained the result that
perceived usefulness has a positive influence on the reuse of a technology-based product. The results of this
study also support several studies which state that there is a positive and significant direct relationship between
perceived usefulness and intention to reuse (Farah et al., 2018; Rezaei et al., 2014; Jana et al., 2019).
The Effect of perceived ease of use on intention to reuse
Based on the hypothesis test shows that the p-value is 0.142 which is higher than 0.05. These results
indicate that H2 is rejected and H0 is accepted. This means that the perceived ease of use has a positive and
insignificant effect on the intention to reuse. This is because users who have the intention to reuse do not pay
attention to aspects of ease of use, users usually have experience in using applications and the effect of
perceived ease of use will weaken if the user is comfortable using a technology.
Based on the results of the characteristics of the respondents, it shows that most of the research
respondents came from the millennial generation. The millennial generation is the generation born from 1980 to
2000 which is in the age range of 20 to 40 years. The millennial generation is at the most productive age to
make the best contribution to the economy and is an early adapter who quickly follows the latest technological
developments, and is generally used to using the latest technology. This makes the millennial generation the
right target for the ShopeePay e-wallet market in Indonesia and is a generation that learns to use technology
more quickly. The results of this study also support several studies which state that there is an insignificant
direct relationship to the perceived ease of use on the intention to reuse digital transaction applications
(Makanyeza, 2017; Sharma et al., 2017; Baabdullah et al., 2019; Humbani& Wiese, 2019).
The Effect of perceived usefulness on satisfaction
indicate that H3 is accepted and H0 is rejected. This means that perceived usefulness has a positive and
significant effect on satisfaction. This means that if the perception factor of the perceived usefulness of the
ShopeePay e-wallet is getting better, it will increase satisfaction with using the ShopeePay e-wallet. These
results also support the Technology Acceptance Model (TAM) theory that perceived usefulness influences
satisfaction.
Perceived usefulness is a determining factor that can determine satisfaction after using a product.
Perceived usefulness, ease of use, and enjoyment greatly influence satisfaction for both buyers and non-buyers.
Perceived usefulness is often used as a predictor of satisfaction with a new technology. Perceived usability is the
most important predictor of user satisfaction with e-wallet services. The results of this study also support several
studies which state that there is a positive and significant direct effect of perceived usefulness on e-wallet
service satisfaction (Tandon et al., 2016; Marincovic et al., 2017; Thongsri et al., 2019).
The Effect of perceived ease of use on satisfaction
indicate that H4 is accepted and H0 is rejected. This means that the perceived ease of use has a positive and
significant effect on satisfaction. This means that if the perceived ease of use of the ShopeePay e-wallet gets
better, it will increase satisfaction in continuing to reuse the ShopeePay e-wallet. These results also support the
Technology Acceptance Model (TAM) theory that perceived ease of use influences satisfaction.

Ease of learning and using a system can positively increase satisfaction. Amin et al. (2014) suggested
that perceived ease of use has a positive and significant effect on satisfaction. Ease of learning and using a
system can positively increase satisfaction. The results of this study also support several studies which state that
there is a positive and significant direct effect of perceived ease of use on satisfaction using e-wallets (Tandon et
al. (2016; Hidayat and Winarno., 2014).
The Effect of satisfaction on the intention to reuse
indicate that H5 is accepted and H0 is rejected. This means that satisfaction has a positive and significant effect
on the intention to reuse. This means that if satisfaction gets better or increases, it will increase the intention to
continue using the ShopeePay e-wallet. The results of this study explain that the better the satisfaction with the
ShopeePay e-wallet, the higher the transaction intention to reuse the Shopee e-wallet in Denpasar. Users have a
tendency to be satisfied with the digital transaction services provided through the ShopeePay e-wallet features,
so they tend to have a high intention to reuse. This statement also applies vice versa if the user is not satisfied
with the ShopeePay e-wallet, the user is reluctant to use the service again.
Based on ECM theory, satisfaction is one of the factors that influence individual intentions to continue
to use a system on an ongoing basis. Satisfaction can be conceptualized as affect, which is captured as positive
(satisfied), indifferent, or negative (dissatisfied) feelings. Individual positive feelings towards e-wallets that are
used with a variety of adequate features that can be enjoyed will make these individuals more comfortable and
will use them again. When overall satisfaction increases, they will tend to reuse the system. Vice versa, if
negative feelings arise from individuals when using the e-wallet, it will result in individuals tending not to use e-
wallets for a while or even stop using e-wallets and switch to other digital payment platforms. The results of this
study support several studies which state that there is a positive and significant direct effect of satisfaction on
the intention to reuse e-wallet services (Susanto et al., 2016; Kumar et al., 2018; Rahi et al., 2020).
The role of satisfaction mediates perceived usefulness on the intention to reuse
indicate that H6 is accepted and H0 is rejected. This means that satisfaction is able to mediate partially the
perceived usefulness variable on the intention to reuse.
High perceived benefits can increase both satisfaction with the Shopee e-wallet application so that it
can increase the intention to reuse the ShopeePay e-wallet in Denpasar. Partial mediation suggests that the
mediating variable explains some, but not all, of the relationship between the dependent and independent
variables. Partial mediation implies that there is not only a significant relationship between the mediator and the
dependent variable, but also some direct relationship between the dependent and independent variables. The
results of this study are consistent with the theory of Fishbein and Ajzen (1975), that satisfaction has a certain
mediating effect on the relationship between perceived usefulness and behavioral intention. These results are
also consistent with the Technology Acceptance Model (TAM) approach, where perceived benefits influence
satisfaction as a result of these influences indirectly influencing behavioral intentions and behavior (Fishbein
and Ajzen, 1975). Respondents stated that the benefits felt by the ShopeePay e-wallet were helpful for
transactions. This condition forms the respondent's satisfaction with the ShopeePay e-wallet so that they have
the intention to continue to reuse the ShopeePay e-wallet in the transaction process.
The results of this study also support several studies showing that satisfaction positively and
significantly mediates perceived usefulness on the intention to reuse e-wallets. Satisfaction here serves as a
supporting mediating variable that influences intention to reuse through perceived usefulness (Oroh et al., 2015;
Lin et al., 2010; and Chen, 2012).
The role of satisfaction mediates perceived ease on the intention to reuse
indicate that H7 is accepted and H0 is rejected. This means that satisfaction is able to mediate partially the
variable perceived ease of reuse intention. High ease of use can increase satisfaction with the ShopeePay e-
wallet so that it can increase the intention to reuse the ShopeePay e-wallet service in Denpasar. Partial mediation
suggests that the mediating variable explains some, but not all, of the relationship between the dependent and
independent variables. Partial mediation implies that there is not only a significant relationship between the
mediator and the dependent variable, but also some direct relationship between the dependent and independent
variables.
The results of this study are consistent with the Technology Acceptance Model (TAM) approach, ease
of use influences satisfaction, as a result of these influences indirectly influencing behavioral intentions and
behavior (Fishbein and Ajzen, 1975). Respondents stated that the ease of use felt by the e-wallet application
ShopeePay helps to fulfill transaction needs. This condition forms a sense of satisfaction in respondents with the
ShopeePay e-wallet so they have the intention to reuse it. Respondents have the intention of continuing to reuse

the ShopeePay e-wallet service, because the Shopee e-wallet application is easy to learn, controllable, clear to
use and understandable.
The results of this study also support several studies showing that satisfaction mediates positively and
significantly perceived ease of reuse behavior for e-wallet services. Satisfaction here supports the mediating
variable that influences intention to reuse through perceived ease of use (Susanto et al., 2016; Trivedi and
Yadav., 2018; Gong et al., 2018).
V CONCLUSION
This study aims to explain the effect of perceived usefulness and perceived ease of use on intention to
reuse which is mediated by satisfaction. Based on the results of empirical testing and discussion, the following
conclusions are obtained. Perceived usefulness has a positive and significant effect on the intention to reuse the
ShopeePay e-wallet in Denpasar City. This means that the better the perception of usability, the higher the
intention to reuse. Perceived ease of use has no significant positive effect on the intention to reuse the
ShopeePay e-wallet in Denpasar City. This means that there is no convenience effect on the reuse of the
ShopeePay e-wallet in Denpasar City. Perceived usefulness has a positive and significant effect on ShopeePay
e-wallet satisfaction in Denpasar City. This means that the better the perception of usability, the higher the
satisfaction. Perceived ease of use has a positive and significant effect on ShopeePay e-wallet satisfaction in
Denpasar City. This means that the easier it is to use the e-wallet service, the higher the satisfaction. Satisfaction
has a positive and significant effect on the intention to reuse the ShopeePay e-wallet service in Denpasar City.
This means that the higher the satisfaction, the higher the intention to reuse. Satisfaction mediates a partial and
significant effect of perceived usefulness on the intention to reuse the ShopeePay e-wallet service in Denpasar
City. Based on these results it can be interpreted that the better the perception of usability, the higher the
satisfaction, so that in the end the intention to reuse the ShopeePay e-wallet becomes high. Satisfaction mediates
partially and significantly influences perceived ease of use on the intention to reuse the ShopeePay e-wallet
service in Denpasar City. Based on these results it can be interpreted that the better the perception of
convenience, the higher the satisfaction, so that in the end the intention to reuse the ShopeePay e-wallet
becomes high.
In increasing the intention to reuse the ShopeePay e-wallet, it is suggested for company management to
improve usability, ease of use and satisfaction. To be able to increase the perception of the usefulness of
theShopeePay e-wallet, it is recommended for company management to improve usability again, such as
improving service features. Management must also improve ease of use, by providing virtual assistants so that
users can more easily understand using ShoppePay. Improved usability and ease of use are also expected to
increase satisfaction so that users do not switch to other e-wallets and intend to reuse the ShopeePay e-wallet in
transactions. Future studies can add constructs other than perceived usefulness and perceived ease of use to
identify more deeply about satisfaction and intention to reuse.
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THE ROLE OF SATISFACTION MEDIATES THE EFFECT OF PERCEIVED USEFULNESS AND PERCEIVED EASE OF USE ON THE INTENSION OF REUSE SHOPEEPAY

THE ROLE OF SATISFACTION MEDIATES THE EFFECT OF PERCEIVED USEFULNESS AND PERCEIVED EASE OF USE ON THE INTENSION OF REUSE SHOPEEPAY

THE ROLE OF SATISFACTION MEDIATES THE EFFECT OF PERCEIVED USEFULNESS AND PERCEIVED EASE OF USE ON THE INTENSION OF REUSE SHOPEEPAY

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